From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
On the 20th of October 2021, inQuba and Matchboard hosted a live executive lunch event in Australia called From Journey Mapping to Journey Management: the Evolution of CX in Telco & Utilities
Our speakers were Dr. Robert Dew (Author, ‘Lean CX’) and Mike Renzon (CEO, inQuba).
The things that today’s customers value have changed, and traditional methods no longer deliver this value. Discover how leading telco and utilities businesses are decoding customer intent, optimising journeys and boosting revenue.
The presentations from these two CX industry thought leaders covered:
- Why customer behaviour is difficult to understand or anticipate
- How to deeply understand the behaviour & intent of today’s customer
- How to optimise journeys for high value customers (use cases & success stories)
- How businesses are rethinking value delivery & CX to improve acquisition